NscaleAI Infrastructure Support Engineer
Nscale is hiring an AI Infrastructure Support Engineer in Singapore, Singapore. Level rates it ; you can apply on Level.
Level's read on this job
- Level rates this role Works on AI ●●●○: the daily work is on AI products, without building the model.
- The posting mentions Ticketing Systems, technical support and troubleshooting among its tools and skills.
- Level classes it as a mid-level role.
- Nscale has 290 other open roles on Level.
AI in this role
Provide tier 1 and 2 technical support for AI cloud infrastructure and GPU systems.
About Nscale
Nscale is the GPU cloud engineered for AI. We provide cost-effective, high-performance infrastructure for AI start-ups and large enterprise customers. Nscale enables AI-focused companies to achieve superior results by reducing the complexity of AI development. Our GPU cloud bolsters technical capabilities and directly supports strategic business outcomes, including cost management, rapid innovation, and environmental responsibility.
We thrive on a culture of relentless innovation, ownership, and accountability, where every team member takes pride in their work and drives it with excellence and urgency. As an Nscaler, you'll build trust through openness and transparency, where everyone is inspired to do their best work. If you join our team, you'll be contributing to building the technology that powers the future.
Why Nscale?
At Nscale, our Support & Operations team plays a critical role in enabling our customers and internal teams to succeed. You'll be part of a team that directly impacts customer satisfaction, platform reliability, and operational excellence across our AI infrastructure.
About the Role
We're looking for a Support Desk Engineer to provide first and second-line technical support to our customers and internal stakeholders. You'll be the frontline of our support organization, handling incoming technical inquiries, troubleshooting issues, and escalating complex problems to our engineering teams. This role requires strong problem-solving skills, technical competency, and the ability to communicate clearly with both technical and non-technical users.
You'll work in a fast-paced, high-growth environment where you'll gain exposure to cutting-edge AI infrastructure, cloud technologies, and customer-facing operations. This position offers the opportunity to develop deep technical knowledge while building strong relationships with customers and internal teams.
What You'll Be Doing
Customer Support & Issue Resolution
- Handle incoming support tickets and inquiries from customers via email, chat, and ticketing systems
- Provide timely, professional technical support following established support processes and SLAs
- Troubleshoot customer issues across our GPU cloud platform, infrastructure, and related services
- Diagnose and resolve common technical problems, escalating complex issues appropriately
Ticket & Case Management
- Manage support tickets with accuracy and attention to detail, ensuring proper documentation and status updates
- Maintain clear, detailed records of all support interactions and resolutions
- Track ticket progress and ensure timely resolution or escalation
- Proactively communicate with customers on ticket status and next steps
Knowledge & Documentation
- Build and maintain comprehensive knowledge of Nscale's products, services, and common issues
- Contribute to internal knowledge bases and documentation to improve support efficiency
- Create and refine troubleshooting guides and FAQs based on recurring issues
- Share learnings with the support team to continuously improve response quality
Technical Troubleshooting
- Diagnose infrastructure, connectivity, and platform-related issues
- Perform basic system diagnostics and log analysis
- Identify patterns in customer issues and escalate systemic problems to engineering
- Support customers with configuration, deployment, and optimization questions
Cross-Functional Collaboration
- Work closely with engineering, operations, and product teams to resolve customer issues
- Escalate and communicate critical issues to appropriate teams
- Participate in incident response when required
- Gather customer feedback and relay feature requests or improvement suggestions
Continuous Improvement
- Identify opportunities to improve support processes, documentation, and tooling
- Contribute to reducing ticket volume through better self-service resources
- Suggest process improvements based on customer interactions and pain points
- Stay current with platform updates and new features
About You
Skills and Experience
Required
- 2-4 years of technical support experience in a software, cloud, or infrastructure environment
- Strong troubleshooting and problem-solving skills with the ability to work through complex technical issues
- Excellent written and verbal communication skills; ability to explain technical concepts clearly to non-technical users
- Comfortable working in a fast-paced, high-growth environment with the ability to prioritize and escalate when necessary
- Experience managing support tickets and following ITIL or similar support processes
- Familiarity with cloud platforms (AWS, GCP, Azure) or infrastructure concepts
- Basic understanding of networking, Linux/Unix systems, or containerization (Docker/Kubernetes)
Preferred
- Experience supporting GPU infrastructure, HPC systems, or AI/ML platforms
- Knowledge of Python, Bash, or other scripting languages for automation and diagnostics
- Familiarity with monitoring and observability tools (e.g., Prometheus, Grafana, ELK stack)
- Experience with ticketing systems (Jira, Zendesk, ServiceNow, or similar)
- Understanding of API concepts and REST services
- Fast-paced start-up or scale-up experience
- Customer-facing support experience in a B2B SaaS or infrastructure environment
Personal Attributes
- Reliable, conscientious, and detail-oriented
- Ability to remain calm and professional under pressure
- Genuine passion for helping customers succeed
- Curiosity and eagerness to learn new technologies
- Strong work ethic and commitment to quality
- Ability to influence and build relationships with stakeholders across the business
What We Can Offer You
At Nscale, you'll find a collaborative, supportive, and innovative environment where your contributions spark real impact. We're building something extraordinary, and we want you at the core.
For information on how Nscale handles candidate personal data, please see our Employee & Candidate Privacy Notice: Here.
Nscale does not accept unsolicited candidate submissions from recruitment agencies.
How we rate this
AI Infrastructure Support Engineer at Nscale rates 65 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.
Works on AI. The daily work is on AI products, without building the model.
- ●●●● Builds AI80 to 100
- ●●●○ Works on AI60 to 79
- ●●○○ Uses AI40 to 59
- ●○○○ Little AI0 to 39
Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Questions you could be asked
- Tell me about a project where technical support was part of your work. What did you do?
- Tell me about a project where troubleshooting was part of your work. What did you do?
- Tell me about a project where gpu cloud was part of your work. What did you do?
- Tell me about a project where customer service was part of your work. What did you do?
- Tell me about a project where infrastructure was part of your work. What did you do?
Adapt your resume
- List these exact terms on your resume: Technical Support, Troubleshooting, GPU Cloud, Customer Service, and Infrastructure. An applicant tracking system matches the wording, not the idea.
- Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
- Show where AI is part of your daily process, not a one-off project. This role expects it to be a running habit.
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